OFFICE OF TECHNOLOGY SERVICES

Mobile Device Support

Scope of Support Chart

With the large number of smartphone and tablet-type devices available on the market, along with the wide range of carriers, plans, options, and services, the Office of Technology Support (OTS) has prepared this fact sheet to clarify the nature and scope of the support we provide. Click here to print a PDF of the Scope of Support Chart.

Services and Support Provided

University-Owned Standard Mobile Device

University-Owned Non-Standard Device

Personal Mobile Devices

University-Owned Shared Devices

Assist with connecting to web services

YES

YES, limited

YES, limited

YES, limited

Assist with connecting to Virtual Workspace/ Citrix

YES

YES, limited

YES, limited

YES, limited

Assist with connecting through VPN

YES

YES, limited

YES, limited

YES, limited

Provide best practices

YES

YES

YES

YES

Configure connections to
tu-secure and
tu-guest wireless networks *

YES

YES

YES

Provide Instructions

Configure email, contacts, and calendar

YES

YES

Provide Instructions

Provide instructions

Set up Passcode for security

YES

YES

YES

YES

Transfer contacts, data, and apps where possible

YES

NO

NO

NO

Help with backups and restores

YES

NO

NO

NO

Basic training for device functions and features

YES

NO, Limited self-help documentation

NO, Limited self-help documentation

NO, Limited self-help documentation

Assist with tethering, if applicable; e.g. mobile hotspot

YES

NO

NO

NO

Assist with operating system updates

YES

NO

NO

NO

Troubleshoot software and hardware issues

YES

NO

NO

NO

Assist with resets/factory resets

YES

NO

NO

NO

Work with carrier/vendor to replace hardware

YES

NO

NO

NO

Assist with remote wipe from Outlook Web App (OWA)

Provide Instructions

Provide Instructions

Provide Instructions

Provide Instructions

*For assistance with connections to wireless networks at off-campus locations such as hotels and restaurants, see the customer service or local support for that location.

All other support and services should be obtained through your service provider or retail point of purchase.

Never Supported or Sanctioned:

Jail-breaking devices

Replacing the operating system with a non-official version ("cooked kernel")

Removing security code from the device

Installing, troubleshooting, or maintaining apps that are not used for university work